Making Great Customer Support a Habit with Kapture One Suite
                     Making Great Customer Support 
a Habit with Kapture One Suite
Exploring why Kapture is a paragon of 
customer service software
Introduction
What Customer Support Software Offers
Key Features of an Ideal Customer Support 
System
Kapture One Suite - A Walkthrough
What Makes Kapture a Complete Customer 
Support System
Conclusion
Businesses worldwide currently have increasing expectations placed on them. A new 
demand of equating service with product quality has seen an uprise. While in the past 
it might have been alright to bank on a good product and boost your sales, with the 
passage of time and innovations in technology, people have learnt to expect more. 
Consumers expect great service along with the products that they purchase. 
A company that is well-run is prepared for client queries/issues/complaints at all times. 
Customer support software helps a business take care of queries online, in a sophisticat
-ed way. A systematic method in dealing with customers ensures quality in service and 
delighted customers.
 
“Customer service is an attitude  - not a department.”
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What Customer Support Software Offers
In straightforward terms, customer support software is a system that receives enquiries 
from customers and relays the message to service agents in order to ensure effective 
solutions. 
Enquiries may be in the form of:
A - Questions that customers may have about a product or service, 
B - Complaints regarding the performance of a product/service purchased.
C - Issues related to payment such as cancellations and refunds.
D - Feedback about an experience with the company.
 
Enquiries are registered as tickets and assigned to relevant agents. Since all of this is 
often automated, it reduces the risk of human errors. You can save a great deal of time 
and money by enabling technology and automation to do the work for you. While human 
oversight is needed, the software that you implement is capable of increasing product
-ivity within your support team. Consumers have higher expectations from businesses 
to deliver great service and nothing less.
Here is what consumers worldwide have to say about the significance of Customer Service 
in their lives:
 
Across the globe, 96% of consumers say customer service is an important factor in their choice of 
loyalty to a brand.  - Microsoft
70% of consumers say they have already made a choice to support a company that delivers great 
customer service.  - American Express
89% of consumers have switched to doing business with a competitor following a poor customer 
experience. - Harris Interactive
Companies that excel at the customer experience drive revenues 4% to 8% higher than those of 
their market. - Bain & Company
52% of consumers say they have made an additional purchase from a company after a positive 
customer service experience.  - Dimensional Research
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III.     What Customer Support Software Offers
Customer service requires specialised tools. A CRM system is highly essential to customer 
support. Though CRM has been primarily used for sales, there are endless possibilities for 
providing customer support using Kapture CRM. Linking your contact center and service 
center with your CRM will make it easier to organise your interactions and assist you and 
your customers even more. WIth much needed integrations, you can make your service 
system powerful and seamless. A CRM can do many things at once. Some of the vital 
aspects that facilitate delivering impressive customer service are as follows:
Ticketing: All enquiries, complaints, communications and requests from customers 
mechanically get allotted under “Tickets”. Customer support software and ticketing 
systems go hand-in-hand and as a result service tickets are what customer support 
agents deal with. Tickets have a short shelf life - which means that they need to be closed 
as soon as possible to effect good service. It is essential that tickets are responded to 
immediately and closed within the stipulated amount of time. With Kapture CRM, 
you can make ticketing much easier with its automated process. Reminders can be set to 
ensure they are closed soon and also there is a provision for setting up an escalation 
matrix that escalates a ticket to higher management when it goes unattended.
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Omni-channel Support: Customers continuously look for the liberty to decide their 
mode of communication. Therefore, it is within your best interests to make as many 
channels open for communication as possible. While some might want to speak to a live 
agent, others would possibly like reaching out via social media platforms - the foremost 
preferred are Facebook and Twitter. You can additionally provide support via email, live 
chat and web forms. The purpose of this is to make things really simple for customers, 
and give them every option before they even ask for it. Having an omni-channel presence 
is significant for harbouring effective communications.
Live Chat: Live chat is one of the highly used customer support tools. Mobile phones have 
replaced computers as the go-to devices that customers opt to use for communicating 
with businesses. What AI chat offers is instant auto-replies to a user at any time of the day. 
Implementing a chatbot powered by AI can cut back your latency for each question and 
help provide quicker resolutions to customers.
IV.     Kapture One Suite - A Walkthrough
Kapture’s line-up of options makes customer support seamless and simply effortless. 
Transform the way you provide customer service with Kapture’s varied interface between 
different facets of service.
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Contact Center
Support via calls, email, social media, web forms or live chat - whichever channel your 
customers prefer, Kapture CRM has them covered! The premier Kapture offering, Contact 
Center CRM is the best solution for businesses to communicate with their clientele or 
customers efficiently. Omnichannel support comes into play here and makes the real diff
-erence as a contact center as opposed to a traditional call center whichonly call support. 
Any ticket that is received can be from different channels such as call, email, live chat or 
social media. Therefore, you can respond to a ticket via that channel directly from Kapture’s 
ticketing dashboard, instead of logging into multiple channels.
Service Center
Be it an IT service outlet or a car repair shop, Kapture CRM can make things easier for your 
service center. Handling appointments, viewing ticket updates, updating customer info and 
so on requires a system that is dependable and easy to use.  AMC and warranty details 
can also be maintained here. A one-place-for-everything application like Kapture makes 
scheduling appointments simple. With the added advantage of setting up reminders and 
alerts at every stage of a transaction, a service center CRM makes for hassle-free 
operations. By having your contact center and service center on the same platform, 
you can make customer support that much more efficient.
Field Force Automation
Because a huge part of service is at the customer’s location, field service is also supported 
by Kapture. On-the-go support via mobile app allows you to stay informed about a task 
from anywhere. Communication from a remote location, updating requirements such as 
spare parts, viewing your daily plan, etc. can all be executed using mobile CRM. Field 
service with Kapture involves having more mobility, so field agents can dispose of tickets 
once the services are rendered. With data on demand, you are always connected and work 
never stops, even when you are on the fly.
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Knowledge Management System
A knowledge portal for employees to view, read and understand company policies, 
product/service details and know about the latest offers can be set up within the CRM. 
This knowledge base reduces time and effort by giving employees access to the answers 
that they seek. FAQs, flowcharts, articles, forums and more can be created to clarify doubts, 
questions or queries that new employees might have. Additionally, third-party integrations 
allow for external portals such as payroll, PF, etc. to be accessed right from the dashboard.
.
Learning Management System
Design training programs for new recruits so they can get a lay of the land. Kapture’s 
learning management system can be fully equipped with tests, quizzes, demo videos, 
courses, etc. to make training easy. Testing the skills of employees and assessing their 
level lets you categorise their improvement and suggest further training. Monitoring 
performances and progress is also possible by assigning admin account access to 
higher management.
Self-Serve
Self service is in ever-increasing demand since customers want to find their own way to 
solutions. Kapture focuses hugely on this module. AI-enabled chatbots offer guidance to 
customers and lead them to the fixes that their problems require. Customers have more 
power and you can reduce the number of incoming tickets by providing self-serve options 
that let them view and modify some elements of a transaction. Especially with regards to 
orders, customers can change contact information, address, time of delivery or even 
cancel said order without having to contact your customer support team. Automation 
that is offered 24/7 via Kapture CRM to customers takes service to a whole new level.
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V.     What Makes Kapture a Complete Customer 
         Support System
Integrations Customisations
Kapture supports useful API integrations With custom dashboards and required 
to make your business compatible with standards, change the look and feel of 
3rd-party apps and software. what your CRM will look like.
Seamless UI and UX Scalability
Kapture is a customer support package Enjoy Kapture’s help desk system that is 
that has a snappy interface to enable an powerful enough to cater to any kind of 
effortlessly smooth workflow.. business, be it large or small.
Reporting & Analytics Extended Support
In-built analytics and customised reports Kapture’s implementation team is here  
assist you to strategise and gain foresight 24/7 to aid you in your pursuit of having 
about your business. the best support system.
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Good customer service is the best marketing strategy that your brand could have. 
Customers will always come back to you for more if you succeed in easing their worries 
and fixing their problems. However, what really matters to customers is being prioritised. 
Kapture is in the business of making customers, not deals. By placing customer service 
at the top of the pile, there is nothing stopping you from huge growth. This is how, with 
Kapture, you can make great customer service a habit.
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